Introduction

Delivering high-impact public services starts with deeply understanding the needs, expectations, and experiences of the citizens being served. The Citizen-Centric Service Delivery Design Training Course equips public sector leaders and practitioners with cutting-edge tools and strategies to co-create and deliver responsive, inclusive, and efficient services rooted in empathy and usability.

This course blends service design thinking, user journey mapping, digital innovation, and performance measurement frameworks to ensure that government services are not only accessible but also intuitive and equitable. Participants will leave with actionable knowledge to redesign services that improve trust, transparency, and citizen satisfaction across all levels of governance.

Target Audience

• Public service delivery managers
• Government digital transformation officers
• Urban and municipal planners
• Policy and governance specialists
• Public sector innovation teams
• Civil service training institutions
• International development and donor agency staff

Course Objectives

• Understand the principles and value of citizen-centric service delivery
• Apply human-centered design to government services
• Map and analyze user journeys and service experiences
• Identify service delivery pain points and co-create solutions
• Enhance inclusion and accessibility in public services
• Integrate digital tools for seamless multi-channel delivery
• Develop measurable service performance indicators
• Strengthen citizen trust through transparent service systems
• Build institutional capacity for continuous service improvement

Duration

5 Days

Course Outline

Module 1: Foundations of Citizen-Centric Service Design

• Overview of citizen-centered governance
• Principles of human-centered design
• Policy implications of service transformation
• Case studies of high-impact reforms
• Institutionalizing design-led approaches

Module 2: User Research and Empathy Mapping

• Conducting interviews and ethnographic research
• Building personas and empathy maps
• Understanding behavioral insights
• Identifying equity gaps in service experience
• Integrating user feedback into design cycles

Module 3: Service Journey Mapping and Gap Analysis

• Mapping end-to-end user journeys
• Identifying service gaps and failure points
• Visualizing service ecosystems
• Prioritizing areas for improvement
• Using insights to redesign services

Module 4: Inclusive and Accessible Service Design

• Designing for vulnerable and marginalized groups
• Universal design and language inclusion
• Accessibility compliance in digital and physical services
• Removing barriers to participation
• Community co-creation sessions

Module 5: Digital Transformation for Citizen Services

• Omnichannel service delivery strategies
• Leveraging mobile and web platforms
• E-government platforms and citizen portals
• Automating public service workflows
• Ensuring data privacy and user trust

Module 6: Innovation Labs and Rapid Prototyping

• Setting up public sector innovation labs
• Prototyping service solutions
• Agile and iterative service testing
• Collaboration between departments and citizens
• Measuring innovation impact

Module 7: Monitoring, Evaluation, and Feedback Loops

• Service KPIs and performance tracking
• Continuous feedback and improvement loops
• Public dashboards and transparency
• Citizen satisfaction metrics
• Real-time service reporting tools

Module 8: Scaling and Sustaining Transformation

• Embedding service design into public institutions
• Change management and organizational buy-in
• Leadership and governance frameworks
• Budgeting for transformation projects
• International best practices and scalability

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 10 working days before commencement of the training.